SR Service Desk Analyst - SBS Americas

Job Purpose

The Senior Service Desk Analyst will provide first-line support to internal customers across SBS Americas, managing and resolving inquiries primarily related to Accounts Payable (AP) processes, as well as selected Accounts Receivable (AR) topics.

The role requires strong customer service skills, attention to detail, and the ability to effectively analyze and follow up on requests in a regional and dynamic environment.

Main Responsibilities

• Manage and respond to Service Desk requests and inquiries, primarily related to Accounts Payable, with additional support on Accounts Receivable topics.
• Analyze cases, identify root causes, and provide accurate and timely responses to internal customers.
• Follow up on open requests, ensuring appropriate resolution and communication with stakeholders.
• Coordinate with AP, AR and other SBS teams when cases require additional analysis or escalation.
• Maintain accurate records and documentation of cases and resolutions.
• Provide a high-quality customer experience through clear, professional and solution-oriented communication.
• Identify recurring issues and opportunities to improve processes and service delivery.
• Support knowledge sharing and contribute to the continuous improvement of Service Desk practices.
• Previous experience in Service Desk, Finance Operations, Accounts Payable, Accounts Receivable, Shared Services or similar roles.
• Good understanding of Accounts Payable processes; exposure to Accounts Receivable is a plus.
• Advanced English level, both written and spoken.
• Strong customer service orientation and communication skills.
• Excellent attention to detail, organization and follow-up skills.
• Ability to analyze issues, prioritize requests and work effectively with different stakeholders.
• Experience with SAP is highly valued.
• Proficiency in Microsoft Office tools, particularly Excel.